Cloud Computing Support and Response Time Policy
Cloud Computing Support and Response Time Policy
Updated: October 9, 2020
Version: 1.7
As part of our commitment to the continued improvement of our Services, we have enhanced our Support resources. This document will provide details on these enhancements and what support mechanisms are at your disposal.
Introduction
WatServ bases our response times and the actions we take to resolve your problems on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. This WatServ Support and Response Time Policy documents our commitments for resolving possible issues so that our customers can be assured that any such issues will be corrected in a timely fashion.
Please see the table below in this document for detailed guidelines on how issue severity is assessed and the target response, repair, and analyze times you should expect.
Customer Contact
Customer must assign up to two (2) primary and two (2) secondary support contacts that are authorized to place support requests with WatServ. These contacts should also be authorized to approve changes or additional efforts. Any additional support contacts may de designated at rates to be agreed between the parties.
Customer’s support contacts shall be responsible to verify whether a support issue is related to the local Customer environment or is indeed a WatServ issue. If a support issue is incorrectly classified as a WatServ issue, WatServ may bill Customer on a time and materials basis for any remediation efforts.
How to Inform WatServ of an Issue
WatServ encourages Customers who become aware of an issue in a WatServ managed environment to contact us with details of the issue. The contact information below should be used to effectively communicate any issues to WatServ:
| Standard Support Resources | ||
|---|---|---|
| Method | Detail | Comments |
| Phone | 519-279-4025 / 866-531-2598 option 2 for support, then option 2 for standard support | During office hours available support representatives will answer the phone, otherwise please leave a detailed message and a support representative will get back to you during business hours. |
| [email protected] | An email will generate a ticket in the system. | |
| Portal | http://support.watserv.com/ |
A representative will contact you to walk through the portal and provide detailed Documentation on proper use. This is the preferred mechanism |
| Emergency Support Resources | ||
| Method | Detail | Comments |
| Phone | 519 279 4025 / 866 531 2598 option 2 for support, then option 1 for critical support | During business hours available support representatives will answer the phone, otherwise leave a detailed message and a support representative will get back to you 24/7. |
| [email protected] | An email will generate a ticket in the system. | |
| Portal | http://support.watserv.com/ | When generating a ticket, follow the normal procedure and click on the emergency check box to generate an emergency notification to the on call support representative. |
Support Portal Access Information
The new WatServ Support Portal will allow the customer to submit, update and track the status of all tickets submitted to WatServ. Each customer will have a designated support administrator who will be given permissions to set passwords for additional staff. The customer can identify up to 4 staff members that will have access to the portal. For assistance with the initial set up, please contact the WatServ support team. Your WatServ Support Portal can be accessed as follows:
http://support.watserv.com/ (will redirect to a secure site)
Username: CustomerEmailAddress
Password: *********** (emailed to you in a separate e-mail)
Business Hours By Location
Business Hours: Mon–Fri, 8 a.m. to 6 p.m. (Eastern Time)
WatServ Support TARGET Response AND REPAIR Times
| Severity | Definition | DURING BUSINESS HOURS | OUTSIDE BUSINESS HOURS | ||||
|---|---|---|---|---|---|---|---|
| Response | Repair* | Analyze | Response | Repair* | Analyze | ||
| SEVERITY 1* | The Service is Unavailable or a System has Failed Means the Service is unusable and work practices are severely impacted. This may be due to the production system being completely down, unreachable, or unusable including the failure of non – redundant hardware. |
30 Minutes |
4 Hours |
Next Business Day |
60 Minutes |
8 Hours |
Next Business Day |
| SEVERITY 2* | The Service has considerably degraded performance Means the Service displays significantly degraded performance, intermittent connectivity or access issues, or application errors although work can progress. The business is considerably affected. Failure of redundant hardware is considered to be a Severity 2 issue. |
2 Hours |
8 Hours |
2 Business Days |
4 Hours |
Next Business Day |
2 Business Days |
| SEVERITY 3* | The Service has slightly degraded performance Means the Service displays minimally degraded performance, intermittent connectivity or access issues, or application errors. Work can progress with limited or no impact on the function or business process. The business is unaffected. |
4 Hours | 2 Business Days |
N/A | Next Business Day (acknowledged) | ||
| SEVERITY 4* | The Service has non-critical or monitoring errors Means minor errors, bugs or monitoring events in the Service that do not impact on the business. |
4 hours | 2 Business Days |
N/A | Next Business Day (acknowledged) | ||
| CRITICAL VULNERABILITY |
Critical Vulnerability / Denial Of Service Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service attack that is remotely exploitable and not able to be firewalled off. |
Next Business Day |
2 Business Days |
N/A | Next Business Day |
2 Business Days |
N/A |
| IMPORTANT VULNERABILITY |
Important Vulnerability / Denial Of Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service that is remotely exploitable but is able to be firewalled off. |
1 Business Week |
Monthly | N/A | 1 Business Week |
Monthly | N/A |
| SECURITY | User or Security Requests Any change to Users or security, not deemed to be system critical. This would include User adds/changes/deletes, Active Directory security changes, etc. |
Next Business Day |
N/A | N/A | Next Business Day |
N/A | N/A |
| CR | Change Request Means any change required to the configuration of the Service. Given the wide range of possible change requests, the disposition timeframe of each request will be determined on a case by case basis. |
Next Business Day |
N/A | N/A | Next Business Day |
N/A | N/A |
| ADMIN | Administrative / Billing Request Means any non-system related query regards billing, sales or administration. |
2 Business Days |
N/A | N/A | 2 Business Days |
N/A | N/A |
| NOTES: | Repair times are targets only. Actual repair times will be determined by the nature of the fault, response and Service Level Agreements of the hardware or software vendors, and ultimate owner of the cause and repair which may not be WatServ. This document should not be considered a guarantee of support responsiveness. |
||||||
Cloud Computing Support and Response Time Policy
Updated: January 14, 2015
Version: 1.6
As part of our commitment to the continued improvement of our Services, we have enhanced our Support resources. This document will provide details on these enhancements and what support mechanisms are at your disposal.
Introduction
WatServ bases our response times and the actions we take to resolve your problems on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. This WatServ Support and Response Time Policy documents our commitments for resolving possible issues so that our customers can be assured that any such issues will be corrected in a timely fashion.
Please see the table below in this document for detailed guidelines on how issue severity is assessed and the target response, repair, and analyze times you should expect.
Customer Contact
Customer must assign up to two (2) primary and two (2) secondary support contacts that are authorized to place support requests with WatServ. These contacts should also be authorized to approve changes or additional efforts. Any additional support contacts may de designated at rates to be agreed between the parties.
Customer’s support contacts shall be responsible to verify whether a support issue is related to the local Customer environment or is indeed a WatServ issue. If a support issue is incorrectly classified as a WatServ issue, WatServ may bill Customer on a time and materials basis for any remediation efforts.
How to Inform WatServ of an Issue
WatServ encourages Customers who become aware of an issue in a WatServ managed environment to contact us with details of the issue. The contact information below should be used to effectively communicate any issues to WatServ:
| Standard Support Resources | ||
|---|---|---|
| Method | Detail | Comments |
| Phone | 519-279-4025 / 866-531-2598 option 2 for support, then option 2 for standard support | During office hours available support representatives will answer the phone, otherwise please leave a detailed message and a support representative will get back to you during business hours. |
| [email protected] | An email will generate a ticket in the system. | |
| Portal | http://support.watserv.com/ | A representative will contact you to walk through the portal and provide detailed Documentation on proper use. This is the preferred mechanism |
| Emergency Support Resources | ||
| Method | Detail | Comments |
| Phone | 519 279 4025 / 866 531 2598 option 2 for support, then option 1 for critical support | During business hours available support representatives will answer the phone, otherwise leave a detailed message and a support representative will get back to you 24/7. |
| [email protected] | An email will generate a ticket in the system. | |
| Portal | http://support.watserv.com/ | When generating a ticket, follow the normal procedure and click on the emergency check box to generate an emergency notification to the on call support representative. |
Support Portal Access Information
The new WatServ Support Portal will allow the customer to submit, update and track the status of all tickets submitted to WatServ. Each customer will have a designated support administrator who will be given permissions to set passwords for additional staff. The customer can identify up to 4 staff members that will have access to the portal. For assistance with the initial set up, please contact the WatServ support team. Your WatServ Support Portal can be accessed as follows:
http://support.watserv.com/ (will redirect to a secure site)
Username: CustomerEmailAddress
Password: *********** (emailed to you in a separate e-mail)
Business Hours By Location
Business Hours: Mon–Fri, 8 a.m. to 6 p.m. (Eastern Time)
WatServ Support TARGET Response AND REPAIR Times
| Severity | Definition | DURING BUSINESS HOURS | OUTSIDE BUSINESS HOURS | ||||
|---|---|---|---|---|---|---|---|
| Â | Â | Response | Repair* | Analyze | Response | Repair* | Analyze |
| SEVERITY 1 | The Service is Unavailable or a System has Failed Means the Service is unusable and work practices are severely impacted. This may be due to the production system being completely down, unreachable, or unusable including the failure of non – redundant hardware. | 30 Minutes | 4 Hours | Next Business Day | 60 Minutes | 8 Hours | Next Business Day |
| SEVERITY 2 | The Service has considerably degraded performance Means the Service displays significantly degraded performance, intermittent connectivity or access issues, or application errors although work can progress. The business is considerably affected. Failure of redundant hardware is considered to be a Severity 2 issue. | 2 Hours | 8 Hours | 2 Business Days | 4 Hours | Next Business Day | 2 Business Days |
| SEVERITY 3 | The Service has slightly degraded performance Means the Service displays minimally degraded performance, intermittent connectivity or access issues, or application errors. Work can progress with limited or no impact on the function or business process. The business is unaffected. | 4 Hours | 2 Business Days | N/A | Next Business Day (acknowledged) | Â | Â |
| SEVERITY 4 | The Service has non-critical or monitoring errors Means minor errors, bugs or monitoring events in the Service that do not impact on the business. | 4 hours | 2 Business Days | N/A | Next Business Day (acknowledged) | Â | Â |
| CRITICAL VULNERABILITY | Critical Vulnerability / Denial Of Service Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service attack that is remotely exploitable and not able to be firewalled off. | Next Business Day | 2 Business Days | N/A | Next Business Day | 2 Business Days | N/A |
| IMPORTANT VULNERABILITY | Important Vulnerability / Denial Of Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service that is remotely exploitable but is able to be firewalled off. | 1 Business Week | Monthly | N/A | 1 Business Week | Monthly | N/A |
| SECURITY | User or Security Requests Any change to Users or security, not deemed to be system critical. This would include User adds/changes/deletes, Active Directory security changes, etc. | Next Business Day | N/A | N/A | Next Business Day | N/A | N/A |
| Â | Â | Â | Â | Â | Â | Â | Â |
| CR | Change Request Means any change required to the configuration of the Service. Given the wide range of possible change requests, the disposition timeframe of each request will be determined on a case by case basis. | Next Business Day | N/A | N/A | Next Business Day | N/A | N/A |
| Â | Â | Â | Â | Â | Â | Â | Â |
| ADMIN | Administrative / Billing Request Means any non-system related query regards billing, sales or administration. | 2 Business Days | N/A | N/A | 2 Business Days | N/A | N/A |
| Â | Â | Â | Â | Â | Â | Â | Â |
| NOTES: | Repair times are targets only. Actual repair times will be determined by the nature of the fault, response and Service Level Agreementsof the hardware or software vendors, and ultimate owner of the cause and repair which may not be WatServ. This document should not be considered a guarantee of support responsiveness. | ||||||
| Standard Support Resources | ||
|---|---|---|
| Method | Detail | Comments |
| Phone | 519-279-4025 / 866-531-2598 option 2 for support, then option 2 for standard support | During office hours available support representatives will answer the phone, otherwise please leave a detailed message and a support representative will get back to you during business hours. |
| [email protected] | An email will generate a ticket in the system. | |
| Portal | http://support.watserv.com/ | A representative will contact you to walk through the portal and provide detailed Documentation on proper use. This is the preferred mechanism |
| Emergency Support Resources | ||
| Method | Detail | Comments |
| Phone | 519 279 4025 / 866 531 2598 option 2 for support, then option 1 for critical support | During business hours available support representatives will answer the phone, otherwise leave a detailed message and a support representative will get back to you 24/7. |
| [email protected] | An email will generate a ticket in the system. | |
| Portal | http://support.watserv.com/ | When generating a ticket, follow the normal procedure and click on the emergency check box to generate an emergency notification to the on call support representative. |
| Severity | Definition | DURING BUSINESS HOURS | OUTSIDE BUSINESS HOURS | ||||
|---|---|---|---|---|---|---|---|
| Response | Repair* | Analyze | Response | Repair* | Analyze | ||
| SEVERITY 1 | The Service is Unavailable or a System has Failed Means the Service is unusable and work practices are severely impacted. This may be due to the production system being completely down, unreachable, or unusable including the failure of non – redundant hardware. | 30 Minutes | 4 Hours | Next Business Day | 60 Minutes | 8 Hours | Next Business Day |
| SEVERITY 2 | The Service has considerably degraded performance Means the Service displays significantly degraded performance, intermittent connectivity or access issues, or application errors although work can progress. The business is considerably affected. Failure of redundant hardware is considered to be a Severity 2 issue. | 2 Hours | 8 Hours | 2 Business Days | 4 Hours | Next Business Day | 2 Business Days |
| SEVERITY 3 | The Service has slightly degraded performance Means the Service displays minimally degraded performance, intermittent connectivity or access issues, or application errors. Work can progress with limited or no impact on the function or business process. The business is unaffected. | 4 Hours | 2 Business Days | N/A | Next Business Day (acknowledged) | ||
| SEVERITY 4 | The Service has non-critical or monitoring errors Means minor errors, bugs or monitoring events in the Service that do not impact on the business. | 4 hours | 2 Business Days | N/A | Next Business Day (acknowledged) | ||
| CRITICAL VULNERABILITY | Critical Vulnerability / Denial Of Service Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service attack that is remotely exploitable and not able to be firewalled off. | Next Business Day | 2 Business Days | N/A | Next Business Day | 2 Business Days | N/A |
| IMPORTANT VULNERABILITY | Important Vulnerability / Denial Of Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service that is remotely exploitable but is able to be firewalled off. | 1 Business Week | Monthly | N/A | 1 Business Week | Monthly | N/A |
| SECURITY | User or Security Requests Any change to Users or security, not deemed to be system critical. This would include User adds/changes/deletes, Active Directory security changes, etc. | Next Business Day | N/A | N/A | Next Business Day | N/A | N/A |
| CR | Change Request Means any change required to the configuration of the Service. Given the wide range of possible change requests, the disposition timeframe of each request will be determined on a case by case basis. | Next Business Day | N/A | N/A | Next Business Day | N/A | N/A |
| ADMIN | Administrative / Billing Request Means any non-system related query regards billing, sales or administration. | 2 Business Days | N/A | N/A | 2 Business Days | N/A | N/A |
| NOTES: | Repair times are targets only. Actual repair times will be determined by the nature of the fault, response and Service Level Agreementsof the hardware or software vendors, and ultimate owner of the cause and repair which may not be WatServ. This document should not be considered a guarantee of support responsiveness. | ||||||
Cloud Computing Support and Response Time Policy
Updated: May 31, 2009
Version: 1.4
As part of our commitment to the continued improvement of our services, we have enhanced our Support resources. This document will provide you details on these enhancements and what support mechanisms are at your disposal.
Introduction
WatServ bases our response times and the actions we take to resolve your problems on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. This WatServ Support and Response Time Policy documents our commitments for resolving possible issues so that our customers can be assured that any such issues will be corrected in a timely fashion.
Please see below in this document for detailed guidelines on how issue severity is assessed and the target response, repair, and analyze times you should expect.
Customer Contact
We would ask that the Customer assign up to two (2) primary and two (2) secondary support contacts that are authorized to place support requests with WatServ. These contacts should also be authorized to approve changes or additional efforts. An additional responsibility for the Customer’s support contacts will be to verify whether a support issue is related to the local Customer environment or is indeed a WatServ issue.
How to Inform WatServ of an Issue
WatServ encourages Customers who become aware of an issue in a WatServ managed environment to contact us with details of the Issue. The contact information below should be used to effectively communicate any issues to WatServ:
| Standard Support Resources | |||
|---|---|---|---|
| Method | Detail | Â | Comments |
| Phone | 519-279-4025 / 866-531-2598 option 2 for support, then option 2 for standard support | Â | During office hours available support representatives will answer the phone, otherwise please leave a detailed message and a support representative will get back to you during business hours. |
| [email protected] | Â | An email will generate a ticket in the system. | |
| Portal | http://support.watserv.com/ | Â | A representative will contact you to walk through the portal and provide detailed documentation on proper use. This is the preferred mechanism |
| Emergency Support Resources | |||
| Method | Detail | Â | Comments |
| Phone | 519 279 4025 / 866 531 2598 option 2 for support, then option 1 for critical support | Â | During business hours available support representatives will answer the phone, otherwise leave a detailed message and a support representative will get back to you 24/7. |
| [email protected] | Â | An email will generate a ticket in the system. | |
| Portal | http://support.watserv.com/ | Â | When generating a ticket, follow the normal procedure and click on the emergency check box to generate an emergency notification to the on call support representative. |
Support Portal Access Information
The new WatServ Support Portal will allow the customer to submit, update and track the status of all tickets submitted to WatServ. Each customer will have a designated support administrator who will be given permissions to set passwords for additional staff. The customer can identify up to 4 staff members that will have access to the portal. For assistance with the initial set up, please contact the WatServ support team. Your WatServ Support Portal can be accessed as follows:
http://support.watserv.com/ (will redirect to a secure site)
Username: CustomerEmailAddress
Password: *********** (emailed to you in a separate e-mail)
Business Hours By Location
Business Hours: Mon–Fri, 8 a.m. to 6 p.m. (Eastern Time)
WatServ Support TARGET Response AND REPAIR Times
| Severity | Definition | DURING BUSINESS HOURS | OUTSIDE BUSINESS HOURS | ||||
|---|---|---|---|---|---|---|---|
| Response | Repair* | Analyze | Response | Repair* | Analyze | Â | Â |
| SEVERITY 1 | The Service is Unavailable or a System has Failed Means the Service is unusable and work practices are severely impacted. This may be due to the production system being completely down, unreachable, or unusable including the failure of non – redundant hardware. | 30 Minutes | 4 Hours | Next Business Day | 60 Minutes | 8 Hours | Next Business Day |
| SEVERITY 2 | The Service has considerably degraded performance Means the Service displays significantly degraded performance, intermittent connectivity or access issues, or application errors although work can progress. The business is considerably affected. Failure of redundant hardware is considered to be a Severity 2 issue. | 2 Hours | 8 Hours | 2 Business Days | 4 Hours | Next Business Day | 2 Business Days |
| SEVERITY 3 | The Service has slightly degraded performance Means the Service displays minimally degraded performance, intermittent connectivity or access issues, or application errors. Work can progress with limited or no impact on the function or business process. The business is unaffected. | Next Business Day | 2 Business Days | N/A | Next Business Day (acknowledged) | Â | Â |
| SEVERITY 4 | The Service has non-critical or monitoring errors Means minor errors, bugs or monitoring events in the Service that do not impact on the business. | Next Business Day | 2 Business Days | N/A | Next Business Day (acknowledged) | Â | Â |
| CRITICAL VULNERABILITY | Critical Vulnerability / Denial Of Service Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service attack that is remotely exploitable and not able to be firewalled off. | Next Business Day | 2 Business Days | N/A | Next Business Day | 2 Business Days | N/A |
| IMPORTANT VULNERABILITY | Important Vulnerability / Denial Of Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service that is remotely exploitable but is able to be firewalled off. | 1 Business Week | Monthly | N/A | 1 Business Week | Monthly | N/A |
| SECURITY | User or Security Requests Any change to users or security, not deemed to be system critical. This would include user adds/changes/deletes, Active Directory security changes, etc. | Next Business Day | N/A | N/A | Next Business Day | N/A | N/A |
| CR | Change Request Means any change required to the configuration of the Service. Given the wide range of possible change requests, the disposition timeframe of each request will be determined on a case by case basis. | Next Business Day | N/A | N/A | Next Business Day | N/A | N/A |
| ADMIN | Administrative / Billing Request Means any non-system related query regards billing, sales or administration. | 2 Business Days | N/A | N/A | 2 Business Days | N/A | N/A |
| NOTES: | Repair times are targets only. Actual repair times will be determined by the nature of the fault, response and Service Level Agreements (SLAs) of the hardware vendors, and ultimate owner of the cause and repair which may not be WatServ. This document should not be considered a guarantee of support responsiveness. | ||||||
Cloud Computing Support and Response Time Policy
Updated: October 1, 2009
Version: 1.3
Thank you for Choosing WatServ – Specialists in ERP Managed Services for the SMB Market. As part of our commitment to the continued improvement of our services, we have enhanced our Support resources. This document will provide you details on these enhancements and what support mechanisms are at your disposal.
Introduction
WatServ bases our response times and the actions we take to resolve your problems on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. This WatServ Support and Response Time Policy documents our commitments for resolving possible issues so that our customers can be assured that any such issues will be corrected in a timely fashion. Please see Page 3 of this document for detailed guidelines on how issue severity is assessed and the target response, repair, and analyze times you should expect.
Customer Contact
We would ask that the Customer assign up to two (2) primary and two (2) secondary support contacts that are authorized to place support requests with WatServ. These contacts should also be authorized to approve changes or additional efforts. An additional responsibility for the Customer’s support contacts will be to verify whether a support issue is related to the local Customer environment or is indeed a WatServ issue.
How to Inform WatServ of an Issue
WatServ encourages Customers who become aware of an issue in a WatServ managed environment to contact us with details of the Issue. The contact information below should be used to effectively communicate any issues to WatServ:
| Standard Support Resources | |||
|---|---|---|---|
| Method | Detail | Â | Comments |
| Phone | 519-279-4025 / 866-531-2598 option 2 for support, then option 2 for standard support | Â | During office hours available support representatives will answer the phone, otherwise please leave a detailed message and a support representative will get back to you during business hours. |
| [email protected] | Â | An email will generate a ticket in the system. | |
| Portal | http://support.watserv.com/ | Â | A representative will contact you to walk through the portal and provide detailed documentation on proper use. This is the preferred mechanism |
| Emergency Support Resources | |||
| Method | Detail | Â | Comments |
| Phone | 519 279 4025 / 866 531 2598 option 2 for support, then option 1 for critical support | Â | During business hours available support representatives will answer the phone, otherwise leave a detailed message and a support representative will get back to you 24/7. |
| [email protected] | Â | An email will generate a ticket in the system and send an emergency alert to the on call support representative 24 hours a day. | |
| Portal | http://support.watserv.com/ | Â | When generating a ticket, follow the normal procedure and click on the emergency check box to generate an emergency notification to the on call support representative. |
Support Portal Access Information
The new WatServ Support Portal will allow the customer to submit, update and track the status of all tickets submitted to WatServ. Each customer will have a designated support administrator who will be given permissions to set passwords for additional staff. The customer can identify up to 4 staff members that will have access to the portal. For assistance with the initial set up, please contact the WatServ support team.
Your WatServ Support Portal can be accessed as follows:
http://support.watserv.com/ (will redirect to a secure site)
Username: CustomerEmailAddress
Password: *********** (emailed to you in a separate e-mail)
Environment Status Portal Access Information
You can use your Environment Status Portal to view the status of your environment. You can view information such as availability, patch levels, antivirus status, installed software, and much more.
Retrieve your important monitoring information here:
https://control.itsupport247.net/
Username: [email protected]
Password: *********** (emailed to you in a separate e-mail)
Business Hours By Location
Business Hours: Mon–Fri, 8 a.m. to 6 p.m. (Eastern Time)
WatServ Support Response Times
| Severity | Definition | DURING BUSINESS HOURS | OUTSIDE BUSINESS HOURS | ||||
|---|---|---|---|---|---|---|---|
| Response | Repair* | Analyze | Response | Repair* | Analyze | Â | Â |
| SEVERITY 1 | The Service is Unavailable or a System has Failed Means the Service is unusable and work practices are severely impacted. This may be due to the production system being completely down, unreachable, or unusable including the failure of non – redundant hardware. | 30 Minutes | 4 Hours | Next Business Day | 60 Minutes | 8 Hours | Next Business Day |
| SEVERITY 2 | The Service has considerably degraded performance Means the Service displays significantly degraded performance, intermittent connectivity or access issues, or application errors although work can progress. The business is considerably affected. Failure of redundant hardware is considered to be a Severity 2 issue. | 2 Hours | 8 Hours | 2 Business Days | 4 Hours | Next Business Day | 2 Business Days |
| SEVERITY 3 | The Service has slightly degraded performance Means the Service displays minimally degraded performance, intermittent connectivity or access issues, or application errors. Work can progress with limited or no impact on the function or business process. The business is unaffected. | Next Business Day | 2 Business Days | N/A | Next Business Day (acknowledged) | Â | Â |
| SEVERITY 4 | The Service has non-critical or monitoring errors Means minor errors, bugs or monitoring events in the Service that do not impact on the business. | Next Business Day | 2 Business Days | N/A | Next Business Day (acknowledged) | Â | Â |
| CRITICAL VULNERABILITY | Critical Vulnerability / Denial Of Service Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service attack that is remotely exploitable and not able to be firewalled off. | Next Business Day | 2 Business Days | N/A | Next Business Day | 2 Business Days | N/A |
| IMPORTANT VULNERABILITY | Important Vulnerability / Denial Of Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service that is remotely exploitable but is able to be firewalled off. | 1 Business Week | Monthly | N/A | 1 Business Week | Monthly | N/A |
| SECURITY | User or Security Requests Any change to users or security, not deemed to be system critical. This would include user adds/changes/deletes, Active Directory security changes, etc. | Next Business Day | N/A | N/A | Next Business Day | N/A | N/A |
| CR | Change Request Means any change required to the configuration of the Service. Given the wide range of possible change requests, the disposition timeframe of each request will be determined on a case by case basis. | Next Business Day | N/A | N/A | Next Business Day | N/A | N/A |
| ADMIN | Administrative / Billing Request Means any non-system related query regards billing, sales or administration. | 2 Business Days | N/A | N/A | 2 Business Days | N/A | N/A |
| NOTES: | Repair times are targets only. Actual repair times will be determined by the nature of the fault, response and Service Level Agreements (SLAs) of the hardware vendors, and ultimate owner of the cause and repair which may not be WatServ. This document should not be considered a guarantee of support responsiveness. | ||||||
*If your contract includes Advanced Security Management services, please click here for further information.